| Specific Actions
|
|
| Attach e-mail to [Business Object (example:
Incident)]
|
Attaches incoming e-mails to Business Objects
as Journal - Mail History Records.
|
| Import attachments as part of e-mail
|
Imports e-mail attachments along with incoming e-mails.
Options: Click this button to
define rules for attachments.
- All Attachments/Files: Select this radio button to include
all Attachments/files from the selected Business Object/directory.
- First: Select this radio button to include the first
defined number of Attachments/files from the selected Business
Object/directory. Then, provide a number or use the up/down arrows to
increase/decrease the number.
- Last: Select this radio button to include the last defined
number of Attachments/files from the selected Business Object/directory. Then,
provide a number or use the up/down arrows to increase/decrease the number.
Note: If
First
or Last is selected, Attachments/files are
sorted in alphabetical order if they are from a directory, and by the order of
appearance on the Business Object's Attachment Bar if they are from a Business
Object.
- Include Attachment/File: Select this check box to include
Attachments/files based on file masks (include Attachments/files that contain
certain characters, words, file extensions, etc.). Then, specify the file
masks, using semicolons to separate each mask.
- Exclude Attachment/File: Select this check box to include
Attachments/files based on file masks (include Attachments/files that contain
certain characters, words, file extensions, etc.). Then, specify the file
masks, using semicolons to separate each mask.
- Minimum Size: Select this check box to include
Attachments/files that are of a minimum defined size. Then, provide a number or
use the up/down arrows to increase/decrease the number. In the drop-down,
select kilobyte or megabyte.
- Maximum Size: Select this check box to include
Attachments/files that are of a maximum defined size. Then, provide a number or
use the up/down arrows to increase/decrease the number. In the drop-down,
select kilobyte or megabyte.
|
| Attach e-mail attachments to [Business Object
(example: Incident)]
|
Attaches e-mail attachments to Business Object Records (not
just to the internal copy of the e-mail).
Note: If this option is selected, e-mail attachments are stored
in Business Object Records as Attachments. For additional information, refer to
the
Attachments.
|
| Preserve inline images within e-mail body
|
Preserves images within the body of incoming e-mails with the
text of the e-mail.
Note: The target Field must be
configured to store
Rich
Text for this to work correctly.
|
| Attach inline images to [Business Object
(example: Incident)]
|
Attaches images within the body of incoming
e-mails to the selected Business Object.
|
| Attach e-mail to Customers
|
Attaches incoming e-mails to Customer Records as Journal -
Mail History Records. Click the
Options button to define which Customer
Records to attach e-mails to:
- Attach to Customer (From Address): Select this check box to
attach e-mails to Customer Records that are identified from the addresses in
the From line.
- Attach to Customers in Cc Line: Select this check box to
attach e-mails to Customer Records that are identified from e-mail addresses in
the CC line.
- Attach to Parents of Customers (example: company that
contact works for): Select this check box to attach e-mails to Parent Records
of Customer Records (example: If an e-mail sender is a contact that works for a
particular company, the e-mail can be attached to the Company Record as well as
the Customer Record).
Note: This capability, along with the ability to attach to a
particular Business Object, can mean that an incoming e-mail is attached to a
specific Incident, the Customer who sent the e-mail, other Customers who were
also CC’d on the message, and even to the company for whom the Customer works.
This powerful feature means that the communication history about a particular
record can be seen or all communication from a particular Customer or company
(although, of course, there is the potential for significant overhead).
|
| Store e-mail as plain text
|
Discards Rich Text formatting contained in
incoming e-mails and stores them in the Journal - Mail History Record as plain
text. Do this to reduce the amount of space used by messages.
|
| Define Custom
Actions
|
|
| Add
|
Click to select actions from a list. The following actions are
available:
- Create New [Business Object (example: Incident)]: Creates a
new Business Object Record (of the type selected in the
General page
of the Event Monitor Condition and Action window) based on information from
incoming e-mails. Specify which Fields are populated with e-mail contents and
the values of those Fields.
To retrieve data from within an e-mail message, insert
the appropriate E-mail Contents item (example: body) into the Template section
of the Field to populate (Selector button>E-mail Contents, or
right-click>E-mail Contents), and then right-click the Token and select
Modifiers. Use Modifiers such as Text After and Text Between to extract the
text wanted from the e-mail message.
If no options are selected any options for identifying an
existing record and an existing Business Object is not updating, it is typical
(though not required) for the first action to be Create New [Business Object
(example: Incident)]. Otherwise, no record is created for other actions to run
against.
- Add to a Queue: Determines which
CSM
Queue
the Business Object Record (of the type selected in
the
General page
of the Event Monitor Condition and Action window) is added to (example: New
Request Queue) after it is created or updated. Click the
Ellipses button to open the Queue
Manager and select a Queue.
- Run a
One-Step Action: Runs a
One-Step Action related to the Business Object Record (of the type selected in the
General page of the Event Monitor Condition and Action window). Click the
Ellipses button to select an existing
One-Step Action or
create a new one.
If a
One-Step Action is created or edited from here, that
One-Step Action has access to e-mail-specific data, such as the e-mail address of
the sender, the subject line, etc. If the
One-Step Action is created elsewhere and needs to reference
One-Step Action Tokens, set Show Custom Tokens to E-mail on the Conditions page of
the
One-Step Action.
|
| Edit
|
Edit the highlighted section.
|
| Copy
|
Create a copy of the selected action.
|
| Delete
|
Delete the selected action.
|
| Up/Down Arrows
|
Change the order of the selected actions.
|
